When communicating with Savannah users, keep in mind that you represent
the GNU project, and you need to give a good image of us :).

It may sound silly to describe precisely what "politeness" is. However
it is easy to forget about it when doing maintenance work day after day;
there are also various views about the extent of a site admin
privileges, and we'll describe our view of it at Savannah.

Here are a few points to keep in mind. This is not an exhaustive or
point-by-point manual of politeness, this is only short, general
guidance -- use your common sense.

Greet people. At minimum type the 5-letters "Hi,\n\n" at the
beginning of your mails, you can't say that it takes too much time!
:)

When you contact somebody for the first time, introduce yourself,
especially if this is outside the scope of project registrations. If
you have a @gnu.org address, it's nice to use it.

Check your spelling; if you are not a native English speaker, people
will be tolerant to small mistakes, but not to repetitive typos. You
can install spell-checker software, but you still need to re-read
what you wrote before sending it.

Try to discuss with people: we're here to educate people. In
addition, people often take it badly when they feel they are given
orders. We will remain firm on our positions, but we want people to
comply with our hosting policies because we convinced them, not
because we coerced them.

If a mail from a user makes you angry, put it aside for a day or
two, so you can calm down. Don't answer immediately out of anger,
you'll probably feel sorry right after.

Discuss with your fellow Savannah hackers about issues you face, and
give them time to answer. Often, an external point of view will
help.

You are a site admin, but you are in no way a project admin; when
you're interacting with a hosted project, always assume you have no
privilege: you cannot add yourself as a member, you cannot subscribe
to their private mailing lists or read their archives, etc. Doing so
would be rightly considered extremely invasive by the project
maintainers. Consider that there is a difference between what you
technically can do, and what you morally can do. The moral prevails.

Discussion

One admin on another forge mentioned in the past:

[Our forge] owe nothing to users. We do provide a service and we are
glad to host a big amount of projects. But admins should always keep
in mind we have nothing to beg.

This is IMHO a partial view: it forgets that projects also bring traffic
and visibility to our website, and to our philosophy.

I'd consider the hosting/users relationship as a partnership, rather
than a client/provider relationship. And I mean it both ways.